Trending Topics helps to identify factors driving case volume by which of the following?

• A. Eliminating the need for analytics
• B. Auto generate clusters of cases that point to similar underlying issues
• C. Creating root-cause scripts
• D. Guaranteeing monthly volume drop

Answer: (B)

Trending Topics helps identify factors driving case volume by automatically grouping related cases into clusters that point to similar underlying issues. By organizing cases with shared symptoms, content, or metadata, it surfaces patterns that reveal root causes—such as a recurring feature failure, a gaps in documentation, or a process bottleneck. With those insights, you can target fixes, create or update knowledge articles, and implement process improvements to reduce similar inquiries over time. The other options don’t fit because this approach relies on analyzing and surfacing patterns in case data, not eliminating analytics, not directly creating root-cause scripts, and it cannot guarantee a monthly drop in volume.